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You are currently on a website belonging to Guillemot Electronic Technology (Shanghai) Co., Ltd (hereinafter the “Site”), in a section which includes legal information and the Site’s Privacy Policy (hereinafter the “Policy”).
Guillemot Electronic Technology (Shanghai) Co., Ltd (hereinafter “Guillemot”, “us” or “we”) respects the privacy of users of the Site (hereinafter “users”, “user” or “you”), and is committed to protecting the information (including personal information) collected on or via the Site. In order to demonstrate this commitment, Guillemot has adopted this Policy.
We invite you to consult this Policy in order to be informed and better understand what is covered by the term “privacy”. Please note that this Policy applies solely to all services provided on the official website of Guillemot (domain/IP address: www.thrustmaster.cn, support.thrustmaster.cn, hereinafter referred to as the “Site”), and does not apply to: (1) Data processing activities carried out on the official websites of Guillemot affiliates in other countries/regions; (2) Other products and services provided by Guillemot that are governed by separate privacy policies which are not incorporated into this Policy.
Important distinction regarding personal information collection: The main website (www.thrustmaster.cn) does NOT collect users’ personal information; it only processes anonymous technical data (e.g., log files, IP addresses, cookies) for the purposes described below. Personal information collection is limited solely to the support sub-website (support.thrustmaster.cn), which collects personal information through a contact/support form exclusively for customer support purposes (including technical assistance and after-sales services).
The Site actively collects users’ personal information via a contact form for the purposes indicated below. To the extent that, due to business development, the collection of personal information is involved, Guillemot limits the collection of your personal information to the minimum.
IF YOU ARE A MINOR UNDER THE AGE OF 18 (IN PARTICULAR, A CHILD UNDER THE AGE OF 14), PLEASE CAREFULLY READ THIS PRIVACY POLICY WITH YOUR PARENTS OR LEGAL REPRESENTATIVE.
You are advised to read this Policy in its entirety and ensure that you fully understand its contents prior to accessing this Site or any of its web pages. The terms of this Policy are appended to our General Terms and Conditions of Use, in short “Terms of Use”, please review these terms and conditions through the corresponding hypertext link located at the bottom of most of the web pages of the Site. Should you have any questions regarding this Policy, or wish to raise any complaints or suggestions, please contact us using the contact details provided herein.
This Policy is intended to assist you in understanding the following:
I. How We Collect and Use Personal Information
II. How We Share Your Information and the Processing of Information in Connection with Third-Party Services
III. How We Store and Protect Your Personal Information
IV. How You May Access and Exercise Control over Your Personal Information
V. Protection of Personal Information of Minors
VI. Updates to This Privacy Policy
VII. Contact Us
I. How We Collect and Use Your Information
Personal information related to your requests: When processing a request of a user i.e. from a requester, we actively collect your identity (last name and first name), your email address, your country or region, your request, the language of your request, the subject or object of your request, the type of request (e.g. personal data, technical support, etc.), and the source of your request. Depending on the request, we may also collect further information: your telephone number, your full address (street address, postal code, and city); for technical support requests, we may collect one or more photos or videos explaining the problem, the name of the product(s) (hardware, software, accessories) used by the requester, the product type and serial number, software version and/or software creation date, and the platform (e.g. PC, Xbox) or system (Android, Windows 11) with which the product(s) is/are used; for warranty claims, we collect your address, the purchase date and purchase price of each product covered by the warranty claim, the name of the reseller and a copy of the purchase invoice.
Where applicable, we may collect additional personal details (e.g. your interests, the dates and/or times when you are happy for us to contact you, etc.).
Where applicable, we collect a copy of a piece of identification that you provide us to exercise your personal information right(s) on your personal information.
We determine a contact category to which you belong and we determine your status (“approved”, “pending”, etc.). If you have been the subject of a marketing campaign, we determine the date of the last campaign, the outcome, and whether or not you have consented to receive marketing materials by email, by phone, etc.
We will assign a request identifier to the request (where applicable, we may link or merge the request with one or more other requests), a priority level, the status of the request, the content of any interactions (emails, text messages, recordings of telephone calls), a unique customer code (an internal number we use to identify the same requester regardless of channel (email, phone, etc.)), the relevant contact type (customer, influencer, prospective customer, etc.), a number of support tickets opened with us, date of first contact, date of last interaction, number of contacts and level of satisfaction (e.g. in the form of a star rating). We create a list of incidents (an incident means a request or complaint) raised by the requester and determine the number of days since the last interaction, the date of the last incident and the number of incidents.
We track your consent including the timing of when it was given, the subject and the type of consent given. We track which method(s) of communication you have authorized.
By submitting your request, you consent to the collection and processing of your personal information and to the sharing of your personal information with Guillemot’ service providers (AKL Tech-Services Beijing Limited, Alibaba Cloud) and, where applicable, with Guillemot’s affiliate (Guillemot Corporation (HK) Limited) in accordance with applicable cross-border data transfer requirements under the PIPL.
Guillemot also stores the communications (including personal information) that you communicate (by email, by phone or otherwise) with us or with our service providers (AKL Tech-Services Beijing Limited, Alibaba Cloud), or, where applicable, with our affiliate (Guillemot Corporation (HK) Limited). Such communications take place outside the Site but are processed and stored in connection with the support request submitted through the Site, and are therefore governed by this Policy.
By communicating, you consent to the collection and processing of your personal information and to the sharing of your personal information with Guillemot’ service providers (AKL Tech-Services Beijing Limited, Alibaba Cloud) and, where applicable, with Guillemot’s affiliate (Guillemot Corporation (HK) Limited) in accordance with applicable cross-border data transfer requirements under the PIPL.
Cookies and other trackers: Cookies are simply pieces of information that are sent from a Web server and stored on your device (computer, smartphone, smart TV, game console with online access, etc.). Cookies do not contain any information allowing you to be identified directly. Trackers such as cookies are generally used to quickly identify the device of a user and to recall certain elements regarding the user’s visit, as well as the user’s choices (choice of language and/or location, for example), see Appendix 1 for further information. The use of cookies is relatively standard on websites. Should you wish to do so, you can configure your browser either to notify you when you receive a cookie, or to either refuse or accept cookies.
Thanks to the information stored in cookies, Guillemot is able to better keep track of users and offer them customized content and features.
Audience measurement tools are employed in order to obtain information regarding the browsing habits of the users of the Site (allowing Guillemot to understand how users arrive at the Site, and retrace their steps, in particular): these tools use cookies.
Internet Protocol (IP) addresses: Guillemot keeps tracks of Internet Protocol (IP) addresses. An IP address is a number that is used by computers on the network to identify your device every time you connect to the Internet. IP addresses allow for geolocation of users of the Site, although said geolocation is limited (it does not provide a higher level of precision than identifying the user’s city or town).
With respect to how information is employed, the corresponding data may be processed for all or some of the following purposes:
Note: For the support sub-website (support.thrustmaster.cn), the personal information collected through the support form is currently used solely for providing customer support services, including technical assistance and after-sales services. Any use of your personal information for other purposes (e.g., newsletters, product reviews, competitions or lotteries, prospecting or marketing activities) would be subject to your separate prior consent before such activities are activated in China. Such activities are currently not applicable in China. Additionally, personal information may be processed when required by statutory duties or obligations (e.g., if a product component is found to cause safety risks).
– Managing a database of existing and prospective customers;
– Carrying out customer management activities concerning contracts, orders, pre-orders, subscriptions, shipping, billing and loyalty programs, undertaking customer relationship management activities such as satisfaction surveys and selecting existing or prospective customers to take part in studies, surveys and product tests;
– Carrying out prospecting activities; [NOTE: currently not applicable in China; if applicable, will be subject to separate prior consent before activation]
– Selecting one or more categories of people to take part in loyalty campaigns, prospecting activities, studies, surveys, product testing and promotional campaigns and undertaking marketing campaigns; [NOTE: currently not applicable in China; if applicable, will be subject to separate prior consent before activation]
– Organizing competitions, lotteries and promotional campaigns of any kind; [NOTE: currently not applicable in China; if applicable, will be subject to separate prior consent before activation]
– Preparing and publishing content;
– Managing reviews of products, services and/or content; [NOTE: currently not applicable in China; if applicable, will be subject to separate prior consent before activation]
– Managing the collection and retention of testimonials about people’s experience of products, services and/or content; [NOTE: currently not applicable in China; if applicable, will be subject to separate prior consent before activation]
– Managing the publication of experiences; [NOTE: currently not applicable in China; if applicable, will be subject to separate prior consent before activation]
– Sending newsletters; [NOTE: currently not applicable in China; if applicable, will be subject to separate prior consent before activation]
– Assigning requests;
– Responding to requests and ensuring they are followed up;
– Supervising processes so as to understand and optimize the activities for processing requests;
– Interacting with existing and prospective customers;
– Managing document libraries (templates) and contacts;
– Producing statistics;
– Managing uncivil conduct towards staff;
– Managing warranty claims;
– Managing requests to exercise a consumer right;
– Managing requests to exercise personal information rights and, more generally, requests to exercise any other rights;
– Measuring the Site’s audience;
– Customizing the Site’s language for users;
– Use of the Site’s connection data for statistical purposes;
– Identifying problems;
– Improving the Site and the server;
– Securing the Site and the server (including ensuring the confidentiality of personal information);
– Management of contract breach or delinquency, and for litigation (to support legal claims).
In accordance with applicable laws, regulations, and national standards, we may contact you to seek your further consent or explicit instruction regarding how your personal information will be used.
Copies of a piece of identification that you provide us to exercise your personal information right(s) will be used for verification and evidentiary purposes and, where appropriate, for litigation.
Information via server log files: the Site, like many other sites, uses (web) servers that automatically collects and stores connection data and activity information (such as the IP address of the requesting user, date and time of the request, the requested URL, the HTTP status code of the response, the amount of data transferred, and the referrer URL) via the server’s log files. This process allows for a record of activity on the Site to be stored, including how many “hits” a particular web page is getting. These entries are generated in a non-nominative fashion.
With respect to how information obtained via server log files is employed: this information (non-nominative in nature) allows Guillemot to evaluate the Site’s overall activity, identify performance issues (eg. slow loading time), track users activities, detect errors or failures, detect suspicious activities or potential security threat, diagnose, and find solutions.
Personal information: refers to various information related to an identified or identifiable natural person recorded electronically or by other means, but does not include anonymized information.
Where we intend to use your information for purposes not specified in this Policy, we will obtain your prior consent. However, in accordance with applicable laws, regulations, and national standards, we may process your personal information without obtaining your prior authorization and consent under the following circumstances:
– Because it is personal information disclosed by the individual himself or other legally disclosed personal information of the individual is reasonably processed in accordance with laws;
– Because the processing is necessary for the conclusion or performance of a contract in which the individual is a party;
– Because the processing is necessary for the performance of statutory duties or obligations; and/or
– Because of other circumstances as provided by laws or administrative regulations.
It should be noted that standalone IP addresses and information obtained via server log files cannot be used to identify a specific natural person. Where we combine such non-personal information with other information to identify a specific natural person, or where such information is used in conjunction with personal information, such non-personal information shall, during the period of such combined use, be deemed as personal information. Unless your authorization is obtained or otherwise provided by applicable laws and regulations, we will anonymize or de-identify such information.
The foregoing uses represent the primary ways in which we use your information. We limit the collection of your personal information to the minimum. We may provide you with more diversified services through updates to our Site’s web pages or by other means. Where we intend to use information for purposes not specified in this Policy, or to use information collected for a specific purpose for other purposes, or to expand the scope of information collected and used, we will seek your consent again by means such as entering into agreements, pop-up notifications, or updating this Policy.
II. How We Share Your Information and the Processing of Information in Connection with Third-Party Services
Where personal information is involved, we will only be entitled to share, transfer, or disclose such personal information to third parties upon obtaining your consent or upon your explicit instruction. As foreword, Guillemot draws your attention to the links which are in the Site may point to third party websites. Personal information may be collected through the third-party websites and these third-party websites have their own privacy policies. Guillemot invites you to read their privacy policies.
Copies of a piece of identification provided to exercise your personal information right(s) are accessible to authorized personnel of Guillemot, to Guillemot’s legal counsel, to law enforcement agencies, and to administrative or judicial authorities.
Information regarding the winners of competitions or lotteries may be shared with the public.
Information (extracts of testimonials) about people’s experience of products, services and/or content may be shared with the public.
At present, we may only share necessary personal information with Guillemot’s affiliates (Guillemot Corporation (HK) Limited) and Guillemot’s service providers (AKL Tech-Services Beijing Limited, Alibaba Cloud), where applicable, in accordance with applicable cross-border data transfer requirements under the PIPL, to law enforcement agencies, and to administrative or judicial authorities, and such sharing is subject to the purposes stated in this Policy. However, the following circumstances shall constitute exceptions:
(1) Upon obtaining your explicit consent, we will share your personal information with other parties: (a) Customer support service (b) Cloud storage or other IT service provider (c) Logistics and delivery service (d) Payment service (e) Accounting and invoicing service (f) Insurance companies (g) Legal service (h) Marketing service.
(2) We may share your personal information externally in accordance with applicable laws and regulations, as required for the resolution of litigation or disputes, or in response to requests lawfully made by administrative or judicial authorities.
In the event of circumstances beyond the foregoing, we will notify you by means such as entering into agreements, pop-up notifications, or updating this Policy, and will seek your consent.
Where non-personal information is involved, and in order to improve the quality of our products and services, we may, under the following circumstances, share, transfer, or disclose certain data to third parties:
(1) Extracts from server log files may be provided or made accessible to authorized personnel of the subcontractor for legal service, to authorized personnel of security experts, to law enforcement agencies, and to administrative or judicial authorities.
(2) Anonymized data from server log files may be provided to Guillemot’s personnel, mother company, sister company, and subcontractors, e.g. for marketing.
(3) Anonymized data from audience measurement tools may be provided to Guillemot’s personnel, mother company, sister company, and subcontractors, e.g. for information systems management or improvement, for marketing, for demographic studies, for deciding on financial investment.
(4) Anonymized data from user’s requests may be provided to Guillemot’s mother company, sister company, and subcontractors, e.g. to provide help for a reply to a user’s request, to improve products or services (e.g. to fix a bug).
III. How We Store and Protect Your Personal Information
1. Personal Information Security Protection
We are committed to safeguarding the security of your personal information. We employ various feasible security technologies and procedures to protect your personal information against unauthorized access, use, modification, damage, or disclosure. In the event of a personal information security incident, we will promptly notify you in accordance with applicable laws and regulations, through means such as push notifications or public announcements, informing you of the basic circumstances and potential impact of the incident, the remedial measures we have taken or will take, recommendations for mitigating risks on your part, and any remedies available to you. We will promptly address security risks such as system vulnerabilities, network attacks, virus intrusions, and unauthorized network access.
2. Personal Information Storage Location and Cross-Border Transfer
We will store users’ personal information collected within the territory of the People’s Republic of China in China in accordance with applicable laws and regulations. At present, your personal information will not be used, stored, shared, or disclosed in cross-border operations, nor will it be transferred outside of China. Personal information collected through the sub-website (support.thrustmaster.cn) is not routinely transferred outside of mainland China, the only potential cross-border transfer of personal information is to our affiliate Guillemot Corporation (HK) Limited when strictly necessary for customer support purposes. Such transfers, if any, are conducted in strict compliance with the applicable cross-border data transfer requirements under the PIPL.
Please note that anonymized information may be processed or transferred outside of China when necessary, but such information no longer constitutes personal information.
3. Retention Period of Personal Information
Personal information is retained only for as long as it is necessary for the last of the above-mentioned purposes described above and for the shortest period possible, except where otherwise provided by applicable laws, regulations, or required by regulatory authorities.
Once the retention period has expired, we will delete or anonymize your personal information.
IV. How You May Access and Exercise Control over Your Personal Information
We understand your concerns regarding personal information and make every effort to ensure that you can exercise your rights to access, correct, delete, and withdraw consent with respect to your personal information, thereby enabling you to fully safeguard your privacy and security. If you wish to exercise any of these rights, you may contact our Personal Information Protection Officer -through AKL Tech-Services Beijing Limited by using the contact information provided in this Policy.
In the contact form, as to the type (of request), please select personal data amongst the types of request (because your personal information right(s) request is regarding personal data).
Your personal information right(s) request must indicate: (1) the details of your objectives; (2) the identity of the requester; and (3) if the requester is not the protected individual (i.e. the individual whose personal information is protected and is covered by the request), the identity of the protected individual.
Please be aware that incomplete requests will not be processed:
– if the protected individual in the request is the requester (that is to say, if you are acting on your own behalf), your request will only be valid following receipt of a copy of the proof of identity regarding the protected individual (i.e. you in the present case);
– if the protected individual is not the requester (that is to say, if you are acting on behalf of another person), the request will only be valid following receipt of a copy of the proof of identity regarding the requester, a power of attorney, and a copy of the proof of identity regarding the protected individual.
Currently, our contact form does not allow attachments to be sent. After having received your request via the contact form, we will contact you at the email address you have provided in your request in order to ask you to send us the necessary documents (e.g. proof(s) of identity) by other means.
For IP addresses, log information, anonymized personal information, and other usable circulating data, because we are unable to identify you (which is crucial, as your rights apply only to your personal information), we are entitled to store and use such data within the scope permitted by law without obtaining your additional consent, and you do not have the right to restrict, refuse, or request deletion of such data. If you have any questions, you may contact us using the contact information provided in this Policy.
V. Protection of Personal Information of Minors
Guillemot does not have a deliberate intention to collect personal information from users under 18 years of age, but it is possible for such users to access the Site.
Minors under 14 years of age are considered children under applicable Chinese law and may only provide personal information with the consent of their parents or legal guardians. Except as permitted by law, with the explicit consent of parents or legal guardians, or when necessary to protect the child, we will not knowingly collect or use personal information of children.
VI. Updates to This Privacy Policy
We may update and revise this Policy from time to time. If such changes result in a substantial impairment of your rights under this Policy, we will inform you at prominent place on the Site 15 days before such changes take effect. Under such circumstances, if you continue to use the Site, you will be deemed to have agreed to be bound by the updated Policy.
By using this Site, you consent to the Policy. If you do not agree to this Policy, you may be unable to access the full services of the Site or enjoy an optimal user experience.
VII. Contact Us
If you have any questions, comments, requests, or suggestions regarding this Policy or other matters related to the protection of personal information, you may contact us via our contact form at https://support.thrustmaster.cn/zh/contact-zh/ or https://support.hercules.cn/zh/contact-zh/ (in case of request regarding privacy, personal information right(s), please select personal data amongst the types of request).
In case our contact form or the above links no longer work, please call the following phone number: 4007706929. Please note that this phone number is strictly for reporting technical issues with the contact form or links (i.e., website bug reporting only) and cannot be used to submit privacy rights requests or personal information-related inquiries. For all privacy and personal information rights requests, please use the contact form above. You may try later to use our contact form.
We will review the issues as soon as possible and generally respond after verifying your identity respond within fifteen to thirty (15–30) working days or within the period required by applicable laws and regulations. Please note that we may not respond to inquiries unrelated to this Policy or your personal information rights. If you are not satisfied with our response, particularly if you believe that our handling of personal information has infringed upon your lawful rights, you may seek resolution through mediation, litigation, or other available channels.
Legal information
The Site is published by Guillemot Electronic Technology (Shanghai) Co., Ltd.
捷摩电子科技（上海）有限公司 沪ICP备17038976号-3
Appendix 1 – List of cookies and other trackers
1/ Baidu trackers
Third party cookies
HMACCOUNT – Visitor ID
HMACCOUNT_BFESS – Visitor ID
HMVT – Cross-domain access
First party cookies
Hm_lvt_<id> → Visitor history: Visit time
Hm_lpvt_<id> → The visitor’s current visit time
Hm_up_<id> → Custom user ID
Hm_ct_<id> – Custom tags
Hm_cv_<id> → Custom variables
Hm_ck_<id> – Custom tags
2/ Other trackers
Language tracker (the Site language information is stored)
Captcha – not really a tracker (if the answer to the captcha is correct, the respondent can go ahead and the information is removed; otherwise, the captcha blocks the respondent -as it appears not to be human-)